The Patient Access Manager will provide oversight to patient access team which will deliver high quality patient care through innovative communication systems and scheduling practices. The Patient Access Manager is responsible for implementing department initiatives and overseeing day-to-day activities within the Scheduling Concierge Services (SCS) within the Contact Center to meet daily key performance indicators (KPIs) and business needs.

Forefront Dermatology sets a high standard of patient care, and the Patient Access Manager will ensure all team members are providing outstanding customer service to all customers including patients, visitors, and staff.

Here are just a few things we offer:

• Access to health, dental, and vision insurance
• Health Savings Account
• Eligible for competitive PTO and Holiday pay
• Company paid life insurance and long-term disability (full-time only)
• Access to voluntary short term disability insurance (full-time only)
• Access to supplemental life insurance
• Additional insurance offerings to meet your needs
• 401K with employer match
• Employee discount programs
• And much more!

1. Operations

1. Oversee patient access staff and operations; provide leadership and support to any role within patient access.
2. Ensures successful integration and onboarding of new locations and providers; uses data and metrics to measure effectiveness of central services and provide opportunities for clinic efficiencies as indicated for retention.
3. Ongoing effective support of providers/locations with continuous communication and data review along with marketing to new providers/locations.
4. Proactive review and promotion of clinician schedule fill rates with strategic scheduling tactics
5. Promoting strong communication between clinic operations (but not limited to other intra-department) and central teams.
6. Apply strong experience in project management and meeting deadlines.
7. Exhibit the highest ethical standards and treat others with dignity and respect.
8. Demonstrates strategic planning for the future growth of staff, leaders, teams, and departments including but not limited to technology planning.
9. Identify and deliver processes for assessing, developing, implementing and tracking of clinic, patient, and employee experiences.
10. Develop individual and departmental goals to provide ongoing advancement in services and performance delivered.
11. Maintain appropriate turnaround time measures and expectations for outbound and off-the-phone tasks.
12. In conjunction with telecommunications team assess/audit, develop and implement strategic communication methods for the best patient experience and operational effectiveness.
13. Assess, develop, implement and ongoing management of strategic growth opportunities within the central service team to include but not limited to global support, new service line offerings and other effective centralized business needs.

1. Performance Management

1. Coaches staff to meet department standards to meet and exceed department KPIs; utilize data to monitor performance and success.
2. In conjunction with the Workforce Management Team, utilizes forecasting tools to determine correct staffing levels for adequate phone coverage and job duties; creates flexible solutions to meet changing needs of the department while meeting service level needs.
3. In conjunction with the Quality Team, utilizing auditing techniques and tools to ensure the highest quality standards are met; develop action plans and improvements based on trends with quality audits.
4. Maximize and enhance the patient experience, setting high standards for accuracy in collecting and entering patient data.
5. Maximizes efficiency, productivity and teamwork of staff by providing daily communication, supervision and direction in accordance with company mission, vision, goals and objectives.

1. Training and Development

1. Leads and develops department and individual staff meetings and ensures that time is productive and educational.
2. Assist with the training programs/materials to advise on the development and coordination of new and upskill training programs that represent the company’s ideals, standards, and culture.
3. Seek out strategic goals and planning for the team on a daily, weekly, monthly and qualifying basis. Taking ownership of the process and follow through with these goals.
4. Dedication to the development, growth, and mentorship of direct and indirect leaders.

1. Staffing

1. Work with Workforce Management to develop a strategic staffing plan to include leadership staffing ratios and contact center representative to ensure calls are handled to meet KPIs.
2. Key role in interviewing, hiring, and onboarding quality staff.
3. Key role in the retention of new and tenured staff.
4. Develop and enhance employee engagement activities.
5. Demonstrate conflict resolution and problem-solving standards.
6. Apply Human Resource standards related staff behavior, performance and attendance consistently.
7. Responsible for ongoing maintenance, completion and discussing staff performance reviews.

5. Perform other related duties as assigned.

Education

1. Bachelor’s degree in business administration, Healthcare Administration or related field required.

Knowledge, Skills, and Abilities

1. Dermatology experience is preferred.
2. 2 years’ experience managing a contact center is preferred.
3. Must have 5-years proven management experience.
4. Proficiency in Microsoft Office Suite, report writing and data analytics is required.
5. Familiarity working with an Electronic Health Record.
6. Strong customer service experience is required.
7. Must possess excellent written and verbal communication skills.
8. Demonstrated leadership experience. Must be able to demonstrate leadership by serving as an example to others regarding professional behavior, handling multiple tasks, maintaining a positive attitude, and in response to organizational change and working under pressure.
9. Providing regular feedback/status reports to participant’s management, mentoring and coaching to bridge performance gaps
10. Ability to work effectively and cooperatively with staff, board, patients, and the public.
11. Ability to multi-task, prioritize appropriately, and work well both individually and as part of a team.
12. Ability to use time productively and contribute to high levels of company operational efficiency and effectiveness.
13. Ability to act with sense of urgency.
14. Willing to work irregular hours and work against deadlines.
15. Ability to maintain confidentiality of information.

For this position, the base pay range is $61,850 - $75,600 per year. Individual pay is determined by role, level, location, job-related skills, experience, and relevant education, certifications or training. This position is eligible for annual incentive program.

Forefront will never request personal information, such as your social security number or banking information, via text or email. In addition, Forefront does not use external messaging applications such as WireApp or Skype to communicate with candidates. If you receive communication or requests of this nature, delete them.

Education

1. Bachelor’s degree in business administration, Healthcare Administration or related field required.

Knowledge, Skills, and Abilities

1. Dermatology experience is preferred.
2. 2 years’ experience managing a contact center is preferred.
3. Must have 5-years proven management experience.
4. Proficiency in Microsoft Office Suite, report writing and data analytics is required.
5. Familiarity working with an Electronic Health Record.
6. Strong customer service experience is required.
7. Must possess excellent written and verbal communication skills.
8. Demonstrated leadership experience. Must be able to demonstrate leadership by serving as an example to others regarding professional behavior, handling multiple tasks, maintaining a positive attitude, and in response to organizational change and working under pressure.
9. Providing regular feedback/status reports to participant’s management, mentoring and coaching to bridge performance gaps
10. Ability to work effectively and cooperatively with staff, board, patients, and the public.
11. Ability to multi-task, prioritize appropriately, and work well both individually and as part of a team.
12. Ability to use time productively and contribute to high levels of company operational efficiency and effectiveness.
13. Ability to act with sense of urgency.
14. Willing to work irregular hours and work against deadlines.
15. Ability to maintain confidentiality of information.

For this position, the base pay range is $61,850 - $75,600 per year. Individual pay is determined by role, level, location, job-related skills, experience, and relevant education, certifications or training. This position is eligible for annual incentive program.

Forefront will never request personal information, such as your social security number or banking information, via text or email. In addition, Forefront does not use external messaging applications such as WireApp or Skype to communicate with candidates. If you receive communication or requests of this nature, delete them.

1. Operations

1. Oversee patient access staff and operations; provide leadership and support to any role within patient access.
2. Ensures successful integration and onboarding of new locations and providers; uses data and metrics to measure effectiveness of central services and provide opportunities for clinic efficiencies as indicated for retention.
3. Ongoing effective support of providers/locations with continuous communication and data review along with marketing to new providers/locations.
4. Proactive review and promotion of clinician schedule fill rates with strategic scheduling tactics
5. Promoting strong communication between clinic operations (but not limited to other intra-department) and central teams.
6. Apply strong experience in project management and meeting deadlines.
7. Exhibit the highest ethical standards and treat others with dignity and respect.
8. Demonstrates strategic planning for the future growth of staff, leaders, teams, and departments including but not limited to technology planning.
9. Identify and deliver processes for assessing, developing, implementing and tracking of clinic, patient, and employee experiences.
10. Develop individual and departmental goals to provide ongoing advancement in services and performance delivered.
11. Maintain appropriate turnaround time measures and expectations for outbound and off-the-phone tasks.
12. In conjunction with telecommunications team assess/audit, develop and implement strategic communication methods for the best patient experience and operational effectiveness.
13. Assess, develop, implement and ongoing management of strategic growth opportunities within the central service team to include but not limited to global support, new service line offerings and other effective centralized business needs.

1. Performance Management

1. Coaches staff to meet department standards to meet and exceed department KPIs; utilize data to monitor performance and success.
2. In conjunction with the Workforce Management Team, utilizes forecasting tools to determine correct staffing levels for adequate phone coverage and job duties; creates flexible solutions to meet changing needs of the department while meeting service level needs.
3. In conjunction with the Quality Team, utilizing auditing techniques and tools to ensure the highest quality standards are met; develop action plans and improvements based on trends with quality audits.
4. Maximize and enhance the patient experience, setting high standards for accuracy in collecting and entering patient data.
5. Maximizes efficiency, productivity and teamwork of staff by providing daily communication, supervision and direction in accordance with company mission, vision, goals and objectives.

1. Training and Development

1. Leads and develops department and individual staff meetings and ensures that time is productive and educational.
2. Assist with the training programs/materials to advise on the development and coordination of new and upskill training programs that represent the company’s ideals, standards, and culture.
3. Seek out strategic goals and planning for the team on a daily, weekly, monthly and qualifying basis. Taking ownership of the process and follow through with these goals.
4. Dedication to the development, growth, and mentorship of direct and indirect leaders.

1. Staffing

1. Work with Workforce Management to develop a strategic staffing plan to include leadership staffing ratios and contact center representative to ensure calls are handled to meet KPIs.
2. Key role in interviewing, hiring, and onboarding quality staff.
3. Key role in the retention of new and tenured staff.
4. Develop and enhance employee engagement activities.
5. Demonstrate conflict resolution and problem-solving standards.
6. Apply Human Resource standards related staff behavior, performance and attendance consistently.
7. Responsible for ongoing maintenance, completion and discussing staff performance reviews.

5. Perform other related duties as assigned.